Service description and levels

Rykloud runs Environments for an Organisation: it creates them in the cloud and region chosen, deploys the Products and the Organisation’s own services into them, shows their state, phases, logs and cost, and stops, saves and restores them. The console is at app.rykloud.com; people sign in with their Rykon account at id.rykloud.com.

We monitor the console, sign-in, provisioning and running Environments every minute and publish the results, with 90 days of uptime and every incident, at status.rykloud.com.

We do not commit to an uptime percentage, and offer no service credits, today. We will publish a service level with credits once we have measured one we can stand behind, and it will apply from the date it is published.

Planned work that may interrupt the service is announced on the status page before it starts. During an incident we post what is affected and update it until it is resolved.

An Environment’s own updates (new versions of the Products in it) are offered in the console, with what changes, and applied when an owner or admin chooses, unless a security fix needs to be applied sooner, which we say.

Stopping an Environment takes a saved copy of its data first, so it can be restored as it was. Saved copies are encrypted before they leave the Environment. Keep your own copies of anything you cannot afford to lose: a saved copy is part of the service, not a backup you control.

Support is by email at support@rykloud.com, in English. Quote the reference (it starts with req_) the console shows on anything that went wrong, so we can find it. We answer in the order requests arrive, urgent outages first; we do not yet commit to a response time.

Help articles for the console are in the help centre.

We will give 30 days’ notice on this page before reducing anything described here.